Associate Solutions Manager

NADIA Recruitment & Management Consultants; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

NADIA Recruitment & Management Consultants in Dubai is seeking an Associate Solutions Manager to lead the software solution support function, ensuring the team aligns with the organization's objectives and delivers effective support to dealers, distributors and system integrators.

You will act as SME for MFP software, visual solutions and related platforms, supervise daily operations, coordinate training, and drive deployments, troubleshooting and stakeholder communications.

Qualifications

• Minimum 7 years of experience in technical support or related field.
• At least 1 year in management or leadership role.
• Bachelor's Degree in Computer Science, Information Technology or related field; Master's preferred.
• ITIL, PMP or Six Sigma certifications beneficial.
• CEA, CTS, CAT, CALT, Extron AV Associate or other Visual Solution certifications valued.

Responsibilities

• Manage software solution support activities and improve service quality and efficiency.
• Lead the technical support team, ensuring daily operations are organized and projects delivered.
• Provide technical guidance and support to dealers, distributors, system integrators and customers.
• Support software and digital solutions including MPS, DMS, ECM, Digital Signage and related platforms.
• Coordinate training programs and product demonstrations for internal teams and partners.
• Act as escalation point for complex issues and maintain strong stakeholder relationships.

Skills

Troubleshooting

Leadership

Stakeholder management

Communication

Project coordination

Education

Bachelor's Degree in Computer Science, Information Technology or related field

Master's Degree preferred

ITIL, PMP or SixSigma certifications

CEA, CTS, CAT, CALT, ExtronAV Associate or other Visual Solution certifications

Other visual solution badges are a strong plus

Tools

Document Management Systems (DMS)

Enterprise Content Management (ECM)

Digital Signage

Meeting Room Management Solutions

Interactive Display Solutions

Managed Print Services (MPS)

Job description

Job Summary

Our client, a multinational company is looking for an Associate Solutions Manager to be based in Dubai. You will be responsible in implementing the Solutions and Technical Support (STS) function's strategy by ensuring the software/solution support team's alignment to the organization's overall objectives. The role is responsible for providing effective support to dealers, distributors and system integrators, managing daily operations, and supporting the achievement of organizational goals. The position serves as a Subject Matter Expert (SME) for MFP software, visual solutions and solution environments, while maintaining strong relationships with distributors, dealers, system integrators, factories, developers, vendors and service providers.

Key Responsibilities

• Managessoftwaresolutionsupportactivitiesandimproveservicequalityandefficiency.
• Managethetechnicalsupportteam,ensuringdailyoperationsareorganizedandsoftwareprojectsaredeliveredeffectively.
• Providetechnicalguidanceandsupporttodealers,distributors,systemintegratorsandcustomers.
• SupportsoftwareanddigitalsolutionsincludingManagedPrintServices(MPS),DocumentManagementSystems(DMS),EnterpriseContentManagement(ECM),DigitalSignage,MeetingRoomManagementSolutions,InteractiveDisplaySolutionsandrelatedplatforms.
• Supportcustomerrequirementsgathering,solutiondesign,proposaldevelopment,installation,rolloutandtroubleshootingactivities.
• HelpclientsintegrateMFPswithcloudstorage,securebadge-printingsoftwareanddocumentarchivingsystems.
• Actastheescalationpointforcomplextechnicalissues,includingauthenticationfailures,networkconnectivityissues,softwarecrashes,andintegration-relatedproblemsbyidentifyingrootcausesthroughsystemanalysisandtroubleshooting.
• Traindealertechniciansoninstallation,configurationandtroubleshootingofprintersoftwareandbuilt-inpanelfeatures.
• Designanddelivertechnicaltrainingprogramsforinternalteams,dealers,distributorsandsystemintegrators.
• Preparetrainingmaterialsandassesstrainingeffectiveness.
• ConductproductdemonstrationsandProofofConcept(POC)activities.
• Buildandmaintainstrongcustomerrelationshipsandprovideproactivesupport.
• Collaboratewithsoftwaredevelopers,factories,vendorsandserviceproviderstotestnewfeatures,providefeedbackandresolvecriticalsoftwareissues.
• Provideinsightsonsoftwareupdatesandnewfeaturesbasedoncustomerneedsandmarkettrends.
• Conductusertesting,gatherproductfeedback,andmonitorindustrydevelopmentsandcompetitorofferings.
• Supportjuniorteammembersthroughcoaching,mentoringandknowledgesharing.
• Maintaineffectivecommunicationwithinternalandexternalstakeholders,includingdistributors,dealers,systemintegratorsandvendors.

Requirements

• Education
  • Bachelor'sDegreeinComputerScience,InformationTechnologyorarelatedfield.
  • Master'sDegreeispreferred.
• Experience
  • Minimum7yearsofexperienceintechnicalsupportorarelatedfield.
  • Atleast1yearinamanagementorleadershiprole.
• Certifications(Advantageous)
  • ITIL,PMPorSixSigma.
  • CEA,CTS,CAT,CALT,ExtronAVAssociateorotherVisualSolutioncertifications.
  • Othervisualsolutionbadgesareastrongplus.
• TechnicalSkills
  • TechnicalbackgroundwithexperienceinDocumentManagementSystems(DMS),EnterpriseContentManagement(ECM),DigitalSignage,MeetingRoomManagementSolutions,InteractiveDisplaySolutionsandManagedPrintServices(MPS).
  • Strongtroubleshooting,analyticalandproblem-solvingskills.
  • Abilitytoinvestigatelogs,connectivity,authentication,applicationandintegrationissuestoidentifyrootcauses.
  • Strongleadership,communicationandstakeholdermanagementskills.
  • Learningmindsetwiththeabilitytoexplorenewtechnologiesandvendorplatformsindependently.